Senior Quality Analyst

About the role

The Senior Quality Analyst will lead the implementation of quality control measures across business and technology processes at Saudi Telecom Company. This role involves documenting quality performance indicators, managing audits, and driving improvements in vendor performance and operational processes.

Key responsibilities

• Perform routine quality activities within the defined scope.
• Resolve low and mid‑level quality escalations related to procedures, policies, network, systems, and applications.
• Support automation of critical work processes across various business units.
• Assist in embedding quality control measures into business processes.
• Participate in quality testing of architecture, applications, and services before implementation, including servers, operating and database systems, cloud services, storage & backup, network, self‑service portals, automation and orchestration tools, IaaS, PaaS, messaging & directory services, CSO & smart office solutions, IP telephony & unified communications, infrastructure monitoring, fault management, and application monitoring solutions.
• Help develop quality check cycles for customer request lifecycles, CDRs, billing execution, and bill cycles.
• Contribute to audit processes for billing, CRM, roaming, interconnect, integration, mediation, broadband, and e‑channels.
• Drive timely implementation of quality audits to validate compliance with standards.
• Assist in obtaining quality management certificates from relevant authorities.
• Highlight quality non‑compliance issues and escalate to appropriate stakeholders.
• Collect data for performance reporting across fixed, wireless, VAS, SOC, and transport services.
• Gather requirements for Voice of Customer surveys and supplier/partner SLA data collection.
• Analyze vendor performance on quality metrics and help define quality frameworks.
• Participate in quality benchmarking programs and document findings.

Required profile

Required skills

• Servers
• Operating and database systems
• Cloud services
• Storage & backup technology
• Network infrastructure
• Self‑service portals
• Automation and orchestration tools
• IaaS
• PaaS
• Messaging & directory services
• CSO & smart office solutions
• IP telephony & unified communications
• Infrastructure monitoring
• Fault management systems
• Application monitoring and management solutions